Customer service & support

Tractivity, the UK stakeholder relationship management platform, has been trusted for over 20 years by organisations including the NHS, SSE, National Grid, HM Treasury and Transport for the South East. Today that's 100+ named UK clients across ten sectors.

Our Client Success team follows the best-practice principles promoted by The Consultation Institute (tCI), with several Tractivity team members holding the Professional Accreditation in Public Consultation & Engagement. That means you get guidance rooted in stakeholder engagement expertise, not just software support.

From your initial system configuration and training to every day after, our expert team is here to help you deliver impact.

Onboarding, training and ongoing support

You’re also joining a community. Every year we host the Stakeholder Engagement Day, the leading practitioner event, peer-led, now in its fourth year, where our clients and the wider engagement professionals share what works.
It’s a unique kind of support you will only access with Tractivity: not just a helpdesk, but a place in the engagement community.

Implementation

Your dedicated UK-based Client Success Manager will work with you throughout the entire setup process. Full implementation typically takes four to six weeks on average, covering system configuration, data migration and training, depending mostly on how quickly your data is ready to load. Tractivity has been on G-Cloud since G-Cloud 11 in 2019, across five successive frameworks, so public-sector organisations can buy through the Government Commercial Agency's Digital Marketplace without running a full tender.

Account Management and Training

From go-live throughout the course of your subscription, a UK-based Client Success Manager will support you. We provide monthly webinar sessions and an online knowledge base of product guides, reference manuals, and tutorial videos accessible at any time.

Support

Our support includes not only a dedicated Client Success service but also specialised Technical Support. You'll get knowledgeable support from a team that understands the local consultation and engagement landscape, as well as your technical needs. You can reach the team by phone, email or website chat, with chat available during working hours. Support is unlimited, and it's delivered by our own UK-based team, not an outsourced helpdesk.

In-house Design Team

Tractivity's in-house design team is on hand to support you. From newsletters and email templates to websites, we have it covered, attending to your design requirements quickly and efficiently.

Migration from spreadsheets and legacy systems

Most organisations come to Tractivity from spreadsheets, Outlook folders, and fragmented systems. Our Client Success team manages the full migration, consolidating years of stakeholder data into a single, auditable platform.

Whether you’re moving from Excel, a legacy CRM, or multiple disconnected tools, we ensure nothing is lost in the transition. Data imports use standardised Excel and CSV templates, and our team validates every record before go-live.

Technical Support

Server Maintenance

Tractivity is offered as an off-the-shelf product, meaning that feature upgrades and bug fixes are easy to roll out to all clients. Our Virtual Machines, environments and databases are monitored 24/7 and maintenance runs monthly between 00:01 and 04:00 GMT, following a documented process with a rollback plan and staged testing first. Critical updates are applied out of hours within 24 hours of release.

Data Backup, Restore & Disaster Recovery

Data is backed up daily, encrypted and stored digitally in an alternative secure location. Backups are tested weekly by conducting a file integrity check and manual restore. Weekly testing is signed for by a systems engineer and the Technical Director.

Security

Tractivity holds ISO 27001:2022, Cyber Essentials Plus and NHS DSPT. It's hosted on Microsoft Azure in the UK or the EU (Ireland), in an environment that meets PCI DSS, HIPAA and ISO 27001 standards, and monitored 24/7/365 by a security operations centre (SOC).

Integrated Services

Tractivity includes a fully documented API that can be used by your web team to build custom integrations, from forms and event registration to data feeds from external systems.

Technical Specifications and Requirements

As an entirely cloud-based product, Tractivity can be accessed from any computer or device with a modern web browser. Our system does not require the installation of any software onto local machines.

Business Continuity Plan

Tractivity has a fully documented Business Continuity and Disaster Recovery plan which is tested regularly. A copy of the plan is available upon request.

Customer success frequently asked questions (FAQ)

Is Tractivity's support outsourced?

No. Tractivity is a UK company, and development, client success and technical support are all delivered by our own UK-based team, with no overseas hand-offs. Your data is hosted on Microsoft Azure in the UK or the EU (Ireland), with US and other regions available if your organisation needs them.

How can I contact Tractivity support? By phone, email or website chat, with chat available during working hours. Every client has a dedicated UK-based Client Success Manager and access to the technical support team, and support time is unlimited, never metered or capped. There are also monthly webinars, quarterly business reviews and a help centre of guides and videos.

What security accreditations does Tractivity hold? Tractivity holds ISO 27001:2022, Cyber Essentials Plus and NHS DSPT, and has been on G-Cloud since G-Cloud 11 in 2019. It's hosted on Microsoft Azure in the UK or the EU (Ireland), in an environment that meets PCI DSS, HIPAA and ISO 27001 standards. AI features run in our own Azure environment, are off until you switch them on, and your data is never used for model training.

Is Tractivity available on G-Cloud?

Yes. Tractivity has been listed since G-Cloud 11 in 2019, across five successive frameworks, and is an approved supplier to the Government Commercial Agency (formerly the Crown Commercial Service). Public-sector organisations can buy through the Digital Marketplace without running a full tender.

How long does implementation take? Four to six weeks on average, covering configuration, data migration and training. How long it takes depends mostly on how quickly your data is ready to load. Your dedicated UK-based Client Success Manager works with you throughout.

Can I migrate from spreadsheets or a legacy system?

Yes. Most organisations come to Tractivity from spreadsheets, Outlook folders, or fragmented systems. Our Client Success team manages the full migration using standardised templates, validating every record before go-live.

Are there limits on records or hidden fees?

No. All SRM features are included in the annual subscription fee, and there are no limits on the number of records stored. The Engage-360 public portal is priced separately.

Who uses Tractivity?

Tractivity has supported stakeholder engagement for over 20 years and is used by 100+ named UK clients across ten sectors, including the NHS, EDF, SSEN, HM Treasury, Severn Trent, the Institute of Bankers in Ireland, Transport for the South East and the Executive Office in Northern Ireland. Public-sector teams often buy it through G-Cloud.

Can Tractivity be used outside the UK?

Yes. National Grid's 500+ users include teams on the US east coast, and Tractivity has named clients in Ireland and South Africa, including the Institute of Bankers in Ireland and Transnet. Data is hosted on Microsoft Azure in the UK or the EU (Ireland), with US and other regions available, and address lookup uses Google Places outside the UK.